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systems.
7. COMPONENTS OF CALL CENTERS
EPABX
Computer telephony integration (CTI)
CTI is used to retrieve information about a caller or the purpose of the call and to forward that
information automatically to provide much more personalized service to the caller.
Here the systems gathers the customer identifier either by a service called Automatic Number
Identification (ANI) that delivers the callers number to the Call Center with the customer
responses to the IVR prompts or by the switch itself and then in the proactively pops the customer
information on to the agentâ„¢s des..................[:=> Show Contents <=:]